Chung Yu Zoe LEUNG
Customer Experience / Customer Services
Shatin
Summary
Goal-oriented manager with distinguished experience in services industries (hotels, tourism, healthcare and beauty) and proven leadership abilities. Natural leader experienced in driving great team successes by coaching and motivating team members to achieve company goals, operational efficiency and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Customer Experience Manager
Skin Secret Limited
08.2022 - Current
- Oversee 9 beauty centers customer experience cycle, including new lead development, customer comments collection planning and complaint issues
- Manage an Omni-Channel Contact Centre to promote company’s products
- Lead and motivate the customer relations team (Telesales) to achieve assigned target
- Daily monitoring team members’ performances and provide training & briefing to team members for company updates
- Support the team to handle customer complaint in a professional manner and to achieve the company SLA
- Deal with external parties (Consumer Council, HK customs and etc) to settle customer issues and minimize refund amount
- Develop and improve customer service procedures, policies, and standards for the organization
- Analysis training needs and communicate with operation and training team to enhance and improve customer service standard
- Provide weekly and monthly reports showing the analysis and solution for improvement.
Customer Services Manager
Wellsoon (International) Medicine Co., Limited
01.2021 - 06.2022
- Managed 12 - 28 clinics with more than 30 clinic assistants
- Handle customer complaints in professional manners
- Oversee the daily operations of each clinic assistant in the designated area, such as product launch, staffing
- Supervise and motivate clinic assistants to achieve company target
- Lead clinic assistants to execute marketing activities and new clinic openings
- Ensure compliance with company’s policies and operational guidelines
Customer Services Supervisor
Wing On Travel
10.2019 - 11.2020
- Handle customer complaints and written enquiries received (Tour services and FIT), investigate and respond to customer complaints by verbal or written reply
- Deal with external parties (Consumer Council, TIC and etc) to settle customer issues
- To negotiate suitable resolutions to complaints with customers
- Analyze and report customer feedback and complaints details
Assistant Front Office Manager
Butterfly Hospitality Group
09.2018 - 08.2019
- (Butterfly on Victoria and Butterfly on LKF)
- Front Office in-charge of pre-opening team of Butterfly on LKF
- Property in-charge of the hotel and oversee the entire Front Office operation
- Handling guest complaints and comments to satisfying guest necessary
- Evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement
- Conduct staff meetings to reviews of hotel standards, departmental procedures and operating issue
- Recruit, manage, train and develop the Front Office team by providing supervision, scheduling, conducting training and evaluations delivering recognition and reward
- Ensure the cross-departmental communication in daily operation and department-head / management meeting in order to handle both guest and operational issues effectively
- Comply with hotel security, fire regulations and all health and safety legislation
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Responsible for on-day room sales and oversee the trend of future room sales and availability.
Assistant Manager
Butterfly Hospitality Group
06.2016 - 09.2018
- Butterfly on Prat, Butterfly on Morrison and Butterfly on Victoria
Reservation Agent
Dorsett Kwun Tong
10.2013 - 07.2014
Guest Services Supervisor
Butterfly Hotel and Serviced Apartment Group
07.2012 - 09.2013
- Butterfly on Wellington and Butterfly on Morrison)
Senior Front Desk Associate
The Best Western Hotel Causeway Bay
05.2011 - 07.2012
Front Desk Officer
The Royal Pacific Hotel and Towers
07.2010 - 05.2011
Education
BA - Hospitality and Service Management
School of Continuing And Professional EducationCity University of Hong KongEdinburgh Napier University
12.2011 - 09.2013
Diploma - Hospitality Management
Continuing and Professional Education
City University of Hong Kong
09.2008 - 06.2010
Applied Learning Course (Hospitality Services in Practice) - undefined
Continuing and Professional Education
City University of Hong Kong
10.2006 - 03.2008
undefined
South Tuen Mun Government Secondary School
09.2002 - 06.2008
Skills
Microsoft Office (Outlook, Word, PowerPoint and Excel)
undefinedTimeline
Customer Experience Manager
Skin Secret Limited
08.2022 - Current
Customer Services Manager
Wellsoon (International) Medicine Co., Limited
01.2021 - 06.2022
Customer Services Supervisor
Wing On Travel
10.2019 - 11.2020
Assistant Front Office Manager
Butterfly Hospitality Group
09.2018 - 08.2019
Assistant Manager
Butterfly Hospitality Group
06.2016 - 09.2018
Reservation Agent
Dorsett Kwun Tong
10.2013 - 07.2014
Guest Services Supervisor
Butterfly Hotel and Serviced Apartment Group
07.2012 - 09.2013
BA - Hospitality and Service Management
School of Continuing And Professional EducationCity University of Hong KongEdinburgh Napier University
12.2011 - 09.2013
Senior Front Desk Associate
The Best Western Hotel Causeway Bay
05.2011 - 07.2012
Front Desk Officer
The Royal Pacific Hotel and Towers
07.2010 - 05.2011
Diploma - Hospitality Management
Continuing and Professional Education
City University of Hong Kong
09.2008 - 06.2010
Applied Learning Course (Hospitality Services in Practice) - undefined
Continuing and Professional Education
City University of Hong Kong
10.2006 - 03.2008
undefined
South Tuen Mun Government Secondary School
09.2002 - 06.2008
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